Lead Client Experience Researcher

An Initial AI Screening will be conducted for this role. Please Click Here to complete your AI screening while submitting your application.

JOB DESCRIPTION

Location: Hybrid | Toronto Downtown OR Mississauga

Duration: 6 Months 

Our client, a leading financial institution in Downtown Toronto, is looking for a Lead Client Experience Researcher to solve complex problems by creating and prioritizing a deep understanding of customer needs and experiences across bank Insurance. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role:

• The CX Research & Insights team at bank’s Insurance is looking for a Senior CX Researcher to:
• Solve complex problems by creating and prioritizing a deep understanding of customer needs and experiences across bank Insurance.
• Make insights tangible to the business, ensuring insights drive strategies and business decisions that are rooted in data.
• Serve as a CX consultant on projects across Insurance and foster a client centric culture by influencing stakeholders to act on customer insights.
• In this role, you will report into the Director, CX Design & Research, and you will be responsible for supporting and assisting the team in building out a robust client experience research practice in a highly agile, fast-paced and innovative environment.

Must Have Skills:

• A minimum of 5 years of experience in consumer research, UX research design, design strategy or a related field
• A deep understanding of design thinking or human-centered design and design research as a discipline
• A deep understanding of evaluative research methodologies, including best practices in UX research, usability testing, and experimental design (e.g., A/B testing)
• Experience designing and facilitating multi-stakeholder projects/engagements and workshops to drive prioritization and alignment.
• Demonstrated experience designing, facilitating, and leading evaluative research projects, including usability testing sessions, A/B testing, and information architecture testing
• Comfortable leading an end-to-end design thinking process: scoping, fieldwork, synthesis, ideation, socializing findings, and driving outcomes through actionable insights and recommendations
• Proven experience in developing customer experience journey maps, personas and excellent ability to build strategic narratives and bring them to life CS [Usability assessment]
• Strong consultative skills, work experience and a demonstrated ability to provide advice and expertise on multiple complex, high impact, and mission critical initiatives simultaneously
• A Self-starter attitude, demonstrate high initiative in engaging key partners.
• Excellent communication and presentation skills
• Well-developed impact and influence skills
• Demonstrated ability to collaborate closely and work effectively with teams at all levels

Nice-To-Have Skills:

• Experience working in a large matrix organization or corporate environment
• Experience working in insurance, financial services or adjacent industries

Education:

• An undergraduate Degree with a preference for a degree in Sociology, Psychology, Strategic Design, HCD, innovation or a related field

FP Inc. is committed to creating an inclusive environment where all team members and clients feel like they belong. In accordance with the requirements set out in the Employment Standards Act, FP Inc. hereby declares that AI is utilized in the screening process for this position. The hourly compensation range for this role is $60/hr -$79/hr. We seek applicants with a wide range of abilities, and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, colour, religion, national origin, sex, physical or mental disability, or age.